Technical Account Manager (TAM) - ClearPoint Strategy

As a Technical Account Manager (TAM), you'll be at the forefront and a cornerstone of driving customer success by owning a portfolio of customers alongside a Customer Success Manager to effectively deliver technical services and expertise.

Working directly with the Relationship Management Team, you'll partner with a Customer Success Manager to build tailored project plans for onboarding, technical projects that meet our customers' unique needs and requirements, own the customer’s data architecture, and together with the CSM drive long-term value for the customer.

Technical Account Managers will also be called upon to design and maintain Community Dashboards in WordPress, manage SQL integrations, setup Single-Sign On through PingOne, create complex custom scripting, and set up Zapier within the tool. Exceptional communication, planning, leadership, creative problem solving, project management skills, and technical skills are needed to be successful at this ambitious position.

While deep technical acumen is necessary, at the end of the day, Technical Account Managers understand their role is all about creating tangible business value, not getting lost in technical details. In short, TAMs translate business requirements into results.

Responsibilities

• Partner directly with Customer Success Managers to effectively manage and support a portfolio of Professional and Enterprise customers throughout their journey, fostering strong relationships and ensuring customers achieve their goals
• Collaborate with Customer Success Managers to accurately translate customer goals and technical requirements into actionable implementation plans, ensuring alignment with project scope and objectives, and maintaining clear communication and alignment with customers, internal teams, and stakeholders
• Provide support to Senior TAMs in delivering onboarding and professional services for Enterprise customers, contributing to successful project outcomes
• Actively participate in live webinars, training sessions, and office hours for customers, offering valuable assistance, guidance, and product insights
• Design and build out Community Dashboard sites for customers using WordPress and Divi Theme
• Internal Initiatives:
  • Contribute to the strategic direction of team through participating in related internal initiatives
  • Report on team metrics to track service delivery, onboarding time, and customer satisfaction
  • Serve as an internal escalation to the Support Team for complex customer cases
• Other:
  • Work cross-functionally with Sales, Marketing, and Product to represent the voice of the customer and potential solutions to help customers get time to value quicker
  • Contribute towards the development of a strong team environment by upholding high work standards
  • Provide coaching and mentorship for Associate TAMs, guiding them in gaining a comprehensive understanding of the tool and equipping them to effectively deliver technical services to customers

Key Result Areas

• Partner with CSMs on Professional and Enterprise customers as Technical Account Manager overseeing over $1.2M of customer revenue 
• Successfully manage ongoing Professional and Enterprise customer onboardings with CSM 
• Obtain Mastery of majority of Level 3 Status in the ClearPoint Technical Certification Program and acquire skills in Level 4 
• Maintain an average of 4.5 out of 5 for satisfaction in achieving customer goals 
• Drive quicker time to value during onboarding besting company averages for time to onboard and hours spent on onboarding 
• Renewal rates above 90% 

Required Education and Experience

• 1 years of experience in Implementation/Onboarding, Account Management, Technical Account Management, or SaaS Customer Success roles
• Customer-facing experience within a technology company is required, subscription business model experience preferred
• Bachelor’s degree, which can be substituted in the following ways:
  • Associate degree with three years of relevant experience or
  • Five years of relevant experience 
• Extensive knowledge of Microsoft Office Suite required

Preferred Education and Experience

• Background in strategy and performance management
• Knowledge of Planhat, EverAfter, Intercom, SQL queries, and Snowflake a plus
• Prefer experience with implementing via APIs and/or JavaScript
• Technical knowledge as it pertains to software integrations and a working knowledge of SQL and WordPress is preferred. If no direct experience, must be ready to learn these concepts.

Hybrid Work Breakdown

1. In Office (3 Days): Departmental and Team Meetings, Training and Upskilling, Collaborative Work, Customer requests and calls, Individual project work, Customer deliverables
2. Remote (2 Days): Customer requests and calls, Individual project work, Customer Deliverables

Why Work For ClearPoint?

• The chance to get in on the “ground floor” of a tech company with startup energy
• The ability to make a difference from day one
• Fantastic colleagues and customers
• A structured mentorship program with budget and resources for career development
• A competitive salary, bonus program, and benefits, commensurate with your experience
• Fully paid health, dental, and life insurance
• 401(k) program
• Company organized volunteer days
• Employee referral bonuses to encourage the addition of great new people to the team
• Team events and offsite retreats
• Open vacation policy

Interested?

Please read this posting carefully, visit our website, learn about us, and then apply. To be considered, please fill out the form and attach your resume. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.

Pre-Employment Background Checks

All offers of employment are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include: Social Security Verification, Criminal History, Credit History, Personal and Professional References, social media, Prior Employment Verification, Educational Verification, and Motor Vehicle Records. ClearPoint reserves the right to modify this policy at any time without notice.

EEO Statement

ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply.

Physical Requirements

This is sedentary work requiring typing and other and repetitive motions. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Visual acuity is required for operation of a computer and for observing general surroundings and activities. The worker is not subject to adverse environmental conditions.

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